In an email interview after this was posted, the “Adrian” in the chat identifies himself as Adrian Smith, higher-education technology worker who moved from Wisconsin to New Jersey with his wife and three children in September. He wrote: “After a recent job transition, my family needed to make an informed decision about healthcare options for the approaching year. After repeated registration problems, I was able to create a healthcare.gov account on October 11 and began the tedious process of entering specific personal information about our family. Each page resulted in a long wait before being able to proceed. At some point in the process it appeared that our family information became corrupted and I was unable to proceed with the family profile. “When I reached out to the online chat function for assistance, I was professionally greeted by a customer service representative named ‘Dean.’ At this point, I had hope for a resolution that would allow me to see the pricing and coverage information my family needed. Unfortunately, the chat experience was as frustrating as creating my healthcare.gov account. ‘Dean’s’ responses made little sense, were at times comical, and did not provide the help I needed. Ultimately, I lost faith in healthcare.gov and made the decision to pursue alternate options for the healthcare needs of my family.” He “lost faith in healthcare.gov.” youtube/watch?v=s8Q8a3vTyQ0
Posted on: Wed, 23 Oct 2013 16:21:34 +0000
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